I’ve been managing the social accounts of different brands for the last decade, and I’m coming across a situation I’ve never encountered before.
TL;DR: our company was merged with another, completely changing our product roadmap, much to the disdain of current users (who the product is no longer geared towards). It has resulted in quite the backlash onto our social channels. Every post is met with comments about how awful our product is, how we don’t listen to the customer base, etc.
What are some successful community management tactics you’ve employed when company changes disrupt the community?
Best answer by rachael.samuelsView original